Call Center Services Featured Article

The Cheshire County Council in England had set a priority for increased customer care and cost control within its contact center. In order to accomplish its goal moving forward, the council looked to SJS Solutions for more information about the installation of a real-time wallboard within the contact center.

Positioned as contact center wallboard experts, SJS Solutions sought to provide aggressive pricing and a flexible attitude to ensure they were selected as the best supplier for the council. To meet the needs of the center, SJS was asked to create a solution that would blend and display real-time data from the council’s Avaya (News - Alert) CMS and QBuster call-queuing systems.

An approved Avaya partner, SJS was in a position to offer a wallboard solution that was compatible with Avaya CMS. After a meeting with key Council personnel, SJS set to work adjusting the standard solution to incorporate a second data feed from the council’s call queuing system.

“The council had very exacting needs, to meet these needs we had to incorporate QBuster stats and create several additional functions specific to this installation” said SJS Senior Developer Adrian Vickers.

“At Cheshire County Council we are committed to providing the highest levels of customer service, which we have been striving to do for the past 2 years, said Contact Center Manager Cheryl Parsons (News - Alert). “However, despite our agents being highly professional it has been difficult for them to appreciate the impact they can personally have on customer experience and key performance indicators.”

She continued: “We therefore wanted to provide them with key information so they are always aware of the level of customer care we are providing to the public. The new SJS Wallboards give our agents an instant view of how well our contact center is performing, plus shows the impact our agents can have by making small changes to their working behavior.”

When the Council contact center decided it needed to give agents instant access to key contact center metrics, the center shortlisted three Avaya wallboard suppliers and scored them according to a combination of price and quality. The Council felt that two of the suppliers could not compete with the SJS Solutions offering as it fit their environment and their budget.

The Cheshire County Council contact center now has 5 wallboards that display performance information, with an extra wallboard in reception that displays multimedia presentations. All key players within the contact center can see performance information from across the room and can be used for specific teams to help create friendly and constructive rivalry.

“Early indicators show that the measures that we have been able to introduce, as a direct result of the wallboards, call wait times have been reduced by over 50 percent with significant improvements in other service levels,” added Parsons. “Our contact center is currently recruiting more staff and we are in the process of installing 2 more SJS wallboards.”

The win for SJS Solutions with the Cheshire County Council is a strong indicator of the company’s performance and their ability to tie in with Avaya environments and other contact center solutions. Such a position will help the company continue to win in competitive situations. In addition, the satisfaction created with the Cheshire County Council contact center can be used to further drive wins and adoption throughout the region.

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Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Michael Dinan

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